Product Support Agent

About the role

We are seeking an experienced and empathetic Product Support Agent to join our team. You will be the first point of contact for our users, providing efficient and precise resolutions to inquiries and ensuring they have a seamless experience with Laravel's ecosystem.

Responsibilities

• Ticket Management: Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses
• Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases
• Bug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements
• Escalation Management: Escalating complex technical issues or bug reports to Level 2 support or the engineering team
• Team Collaboration: Work closely with teammates to resolve intricate customer issues and foster a supportive team environment
• Knowledge Sharing: Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality support
• Multichannel Support: While email is our primary channel, be adaptable to future support methods, including chat and phone support

Requirements

• Experience and Skills:
  • At least 2 years of experience in customer support, customer success, or a similar role, supporting technical products
  • Exceptional verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
  • A customer-first mindset with demonstrated patience, empathy, and a genuine desire to help
  • Experience in developer content or developer relations is a strong plus
  • Fluency in English is required, and proficiency in additional languages is highly desirable to better serve our global customer base
• Technical Expertise:
  • Knowledge of PHP and the Laravel framework
  • Solid understanding of web application hosting and infrastructure
  • Solid knowledge and experience with installing and troubleshooting technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis
  • Familiarity with Ubuntu server management and debugging processes is a bonus
  • Understanding of cloud computing concepts and providers; experience with AWS is a bonus

Benefits

• Full-time remote and globally distributed working environment
• Option to attend Laracon conferences around the world
• Paid time off (vacation, sick & public holidays)
• Family leave (maternity, paternity)
• Company equity
• Welcome kit with custom Laravel swag